After Sales Service
Profitable after sales service
After sales service comprises the provision and marketing of additional products and services after the delivery of the primary product to the end customer.
How does the manufacturer benefit from a strong after sales service?
- Generates additional sales with attractive margins
- Secures business relationships and sales in the long term
- Reduces investment volatility
- Increases customer loyalty
- Allows a clear differentiation vis-à-vis competitors
- Provides feedback for the development of the primary products
How does the user benefit from a strong after sales service?
- Proper, trouble-free and efficient operation of the purchased primary product
- Uses later improvements and upgrades
- Profits from a calculable and attractive total cost of ownership (TCO)
Helbling Management Consulting’s integrated approach
Based on the following 5 areas the aftermarket service business can be attractively positioned and developed into a decisive success factor:
- Market and portfolio: Attractive range of services in the right markets
- Sales and order processing: Proficiency in sales of services and order processing
- Lifecycle and logistics: Service-optimized primary products and logistics
- Service operations: Providing first-class customer service
- IT support: Efficient and solid IT backbone of the service business
Helbling Management Consulting has extensive experience in and a high level of competence with development and expansion strategies for the service industry.
- A variety of differentiating and profitable business models
- Relevant value drivers, targets, and key figures
- Innovative service portfolio enhancements and expansion of spare parts business
- Slim processes and IT, high efficiency and low costs
We combine proven conceptual expertise and practical experience with the know-how of your employees. We assist and guide our clients to accomplish the targeted cultural changes.
1. Market and portfolio: Attractive service offers in the right markets
- Transparency in the service and spare parts business (competition and market potential analyses, positioning, market and growth opportunities)
- Developing new service products
- Implementing organization concepts and processes for the development of services
- Optimizing the service product portfolio
- Differentiation through branding and market communication in the after sales service
2. Sales and order processing: Proficiency in sales of services and order processing
- Optimizing the sales process, sales organization and distribution channels
- Complaint management, customer satisfaction analyses, customer information systems
- Customer education, customer advisory service
- Service order processing, product improvement projects and spare parts orders
- Services and spare parts sales and conclusion of service contracts
- Pricing, incentives
- Service business processing
3. Lifecycle and logistics: Service-optimized primary products, consistent data availability and reliable spare parts logistics
- Service-optimized primary product development (design to service)
- Optimizing the handover from plant engineering to service
- Installed base management
- Spare parts definition and classification
- Spare parts pricing, measures against spare parts piracy
- Spare parts supply strategy, logistics and inventory reduction
- In/outsourcing spare parts logistics
- Establishing web shop solutions for spare parts
4. Service operations: Providing first-class customer service
- Call centers, support centers including escalation management
- Service key figures
- Tele-service, remote service and diagnostic systems
- Efficient service delivery processes for the service technicians: dispatching process, system documentation, electronic document flow, mobile dispatching application
- Clear organizational structures and function definitions
- Further training of service employees on all levels
- Incentive models
5. IT support in the after sales service division: Efficient applications as backbone of the service business
- Aligning the IT road map with the service strategy
- Business and IT alignment for the service
- Process integration in the service business
- Online service processes for the end customer
- Customizing the application spectrum
- Use of mobile devices in the service
- IT project management (specification sheet, functional specifications, invitation to bid, introduction and implementation support)
